Returns Warranty Replacements & Refunds Policy
Returns, Warranty Replacements & Refunds
Our Promise of Quality
Here at Mountain Shade we only sell and recommend our own superior quality Mountain Shade Megaframe Brand.
We are so confident of the quality, durability, and practicality of our products, that we are the only supplier (that we know of) to offer a genuine upto 12-year Marquee Frame warranty and a genuine 12-month GNTF ( Guaranteed not to fade or we will replace ) Printing warranty. We also offer customer trade-in's to allow you to upgrade to a Mountain Shade.
We have one of the most generous and hassle-free returns policies in the industry, but wait, did you know that we have one of lowest industry rates of returns and refunds for Marquees and Outdoor branding? There is a reason for this. We call it the Mountain Shade Ownership experience.
Returns are handled promptly because we respect the fact that you cannot use your Mountain Shade.
Submitting a return request does not guarantee its acceptance and must be reviewed by our returns team before an RMA will be issued.
Before you request a return
Watch these simple Marquee or Banner Flag Video tutorials.
Call or contact our Marquee experts on 1300 320 540 or via email or chat.
To qualify for a warranty replacement:
The fault must be due to a manufacturer's defect when shipped.
Lodge a Return RequestOur warranted products can be returned for repair or replacement during their respective warranty period using our RMA process via our Resolution Centre, which is accessed via your Account on www.mountainshade.com.au. Our products have a market leading warranty, which can be found here - MOUNTAINSHADE WARRANTY.
If you feel you need to return a product to claim warranty, you need to do the following:
- Be a customer and have your Mountain Shade or Redmond Outdoor login details. By having this, you have access to your orders and invoices online at all times and can easily prove you are the product owner, and whether the product is in warranty. If you brought the Mountain Shade via a Reseller, you need to send us a copy of your invoice to email@example.com. Once we reply with a confirmation of the invoice and warranty validity, then create yourself an account on mountainshade.com.au/_myacct/login as a new customer.
- Login to MY ACCOUNT on this website to access RESOLUTION CENTRE. Submit a DISPUTE via this system and it allows you to link the product order to the dispute, so no need to chase up old invoices.
- Interact with us ( and get an email copy ) of the dispute, and see a full history of the interaction pertaining to your dispute claim.
- We will always explain why we came to a particular decision. If your dispute is agreed (SUCCESSFUL), you will get an RMA number and then the repair or replacement process will begin.
WHEN do items need to be returned by?
When you choose to make a warranty claim, you will need to return items to us within the next 14 days of the claim being approved. if you dont, you will need to submit another warranty claim via the RMA process, as they do expire.
WHERE do items need to be returned to?
We ask that all items, once the warranty claim is approved, be returned for repair or replacement to:
Attn: Warranty Claims,
22 Percy St, Heidelberg West Vic 3081.
with your RMA warranty claim reference number, fault description and name and contact number and email.
You as the customer need to pay for or organise delivery of the RMA approved item to our Service Centre at the above address for the repairs or replacement to occur.
HOW do customers return items?
You can return items to us via direct courier delivery to the warranty claim centre at 22 Percy St, Heidelberg West Vic 3081 and ship at your expense to this address. We will ship back to you at our expense. Of course, donot ship items till you have a confirmed RMA approved warranty claim via email sent to you.
CREDIT or Refund for returns?
We do not provide credit or refund on warranty returns except on items that are faulty on delivery ( this may happen sometimes due to transit damage ) and are re-stockable items. Faulty on Delivery must be notified to us within 7 days of delivery reciept by email or it will be classified a warranty repair. We donot provide a credit or refund ( only replacement) for any custom made oir custom printed fabric items at any time, as we use a sample and proof process to check design elements of these custom made products before manufacture.
if you seek a credit for any items, the original packing material must be with the product and product must be packed inside suitably to get the credit approved.This is so we could refurbish and remarket the product.